User Journey tool – Mindlab Denmark

The user journey facilitates the “journey” through a public offered service as one comprehensive experience seen through the eyes of the user. The user journey can visualize a single service and simultaneously make the interactions with other public authorities clear, and thus reveal any need for cooperation across public sectors in the further development of the service. The method provides a visual overview of the specific incidents that takes place, the authorities and people that the user is in contact with, as well as the user’s experiences. In this manner, the journey through the public service is conveyed as one complete experience seen from the view of the user. Mindlab is an inter-ministry government innovation lab that invents, develops and experiments with new ways to find and define problems as well as new approaches to solving them in a relevant and effective manner.